最新的Oracle Service Center 2021 Implementation Essentials - 1Z0-1038-21免費考試真題
Which three features can be configured in advanced routing?
正確答案: A,D,F
A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?
What could be the reason?
正確答案: E
A customer is using standard reports within the analytics module. Which two can be edited in a standard report?
正確答案: D,E
Which two types of joins are available in analytics?
正確答案: B,D
Your customer has "Gold" level SLAs being applied to certain organizations according to organization rules.
After six months, the business decides to change the response time: instead of responding in 24 hours your agents needto respond within eight business hours.
You modify the "Gold" SLA to reflect this change but you notice that the SLA reports are still using a 24-hour response time.
Based on this scenario, which statement is correct?
After six months, the business decides to change the response time: instead of responding in 24 hours your agents needto respond within eight business hours.
You modify the "Gold" SLA to reflect this change but you notice that the SLA reports are still using a 24-hour response time.
Based on this scenario, which statement is correct?
正確答案: A
Your customer has asked you to create a report that will need to be sent to the executive management. None of the recipients of this report has access to the system, and the same monthly report needs to be delivered toall recipients. The management team changes frequently, and your customer does not want to alter the report schedule after configuration.
Which two steps must be taken after creating the report?
Which two steps must be taken after creating the report?
正確答案: C,F
Which five actions should you performto configure advanced routing?
正確答案: B,C,D,F,H
What would you use for repetitive text with a single point of maintenance for any changes tothe text?
正確答案: D
How frequently does Oracle release a new version of a product?
正確答案: C
You are working oncomplete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?
What are the two options that you would suggest to streamline this contact center training program?
正確答案: B,E